FedEx chatbot looped a customer on purpose, not by accident
shashib · x · 2026-07-25
FedEx’s chatbot reportedly sent a customer in circles, and the article argues that the behavior was deliberate rather than a glitch.
The piece frames this as a product design choice in customer support: the bot keeps users looping instead of resolving the issue quickly. That makes it a useful example of how companies may optimize chatbots for containment rather than satisfaction.
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